Why choose us?
Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050. 
What's in it for you?
- 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell)
- Hybrid working options.
- Enhanced Maternity and Adoption leave.
- 24/7 free and confidential employee assistance service.
- Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
- Share Incentive Plan.
- Life Insurance (4 x annual salary)
- Pension matching scheme (upto 5% of salary)
- Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.
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Monthly bonus based on KPI performance linked to productivity & quality
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Contact centre hours are covering 08:00-20:00 Monday to Friday and Saturday 09:00-17:00 , candidates must either be available to work evenings, during the week or be available for weekend work. Shifts will be discussed at interview.
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What's the role?
Our Contact Centre Team Leader is accountable for creating a positive, safe, challenging, motivated environment for our colleagues to perform at their best. Your role is critical to the success of our Advisors to deliver the required operational performance and a Great Customer Experience through each of our contact channels.
You will be operating in a fast-paced environment where change is embraced, and we work together to achieve our objectives and associated targets living our company Vision and Values.
Key responsibilities:
- Working with the Operations Manager to understand direction in order to protect the company and take ownership of situations or issues affecting our colleagues and customers
- Ensure all colleagues are in the right place, at the right time, doing the right thing to support our colleagues, customers and the company
- Understand and deliver against required targets for the Contact Centre delivering a Great Colleague & Customer Experience
- Lead the performance of your team through engaging coaching sessions and monthly 1:1 performance & development reviews
- Embracing our quality framework to identify knowledge, compliance, skill, efficiency or behavioural gaps
- Deliver effective coaching to bridge those gaps in order to strengthen individual and team contribution to performance and where necessary, commence & manage the correct people policies
- Work with each person in your team to drive their personal development that supports a career at SMS and identifying our future leadership talent
To be considered for this role, we would love you to have:
- Experience leading, coaching or supervising an individual or team
- Computer literacy
- Experience working in a fast-paced, customer focused environment
- Experience working in a contact centre, either outbound or inbound would be advantageous, although is not essential
- Efficient, engaging, concise and clear communication skills both verbally and in writing
- Ability to take direction, deliver difficult messages and use initiative to drive improvements
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